Tenancy Sustainment Worker

Tenancy Sustainment Worker

  • Ref No.


  • Salary


  • Location


  • Job Type

    Full Time

Humber Recruitment is pleased to be recruiting a Tenancy Sustainment Worker on behalf of a client of ours based in Grimsby.

Full details of the position can be found below:

Job Purpose:

The job of the Tenancy Sustainment Worker is to contribute to:

  • The successful delivery of a customer focussed, ethical housing service to young people
  • The provision of safe, quality housing that meets the needs of young people and young families
  • The reduction of homelessness in North East Lincolnshire through the fair application of the client’s housing policy framework

The goal of the service is to provide an efficient, responsive, compassionate, holistic housing management and tenancy sustainment service for the client’s customers and those applying to us for housing. Services will be delivered to customers across North East Lincolnshire.

Property & Void Management Assistance

  • Actively promote and market empty homes to reduce rent loss and homelessness
  • When a property becomes void: support the Housing Manager with void inspections; check for any outstanding work or planned maintenance tasks that need completing while the property is empty
  • Undertake meter readings, phone them in/input online and deal with/resolve any queries with suppliers as necessary
  • Prepare rooms in readiness for the new tenant i.e. make up bed (shared housing only)
  • Ensure moving in welcome pack is in place before the property is let

Rent & Control of Rent Arrears

  • Ensure the tenant understands the rent breakdown and their contractual responsibilities to pay the rent
  • Ensure that the rent is paid on time and that the tenant does not fall into arrears
  • Assist tenants to reduce arrears where applicable
  • Complete HB forms / Council tax with tenants to ensure they are completed properly and received by HB to control rent arrears
  • Liaise with HB and DWP to maintain HB and UC housing element claims
  • Send standard rent procedure letters on request
  • Rent collection
  • Follow rent arrears procedures with tenants

Tenancy Management

  • Contribute to tenancy sustainment and the reduction in the risk of abandonment by assisting the tenant where required in establishing and maintaining a home environment
  • Explain the tenancy agreement in person, including making tenants aware of their rights and assisting them in meeting their obligations
  • Provide accessible materials to support the tenant’s understanding of their tenancy. This includes the preparation and facilitation of occupancy agreements; handbooks; and sign-up
  • Facilitate viewings
  • Facilitate tenancy sign-up at the property – including explaining how everything works in the property as part of the sign-up process
  • Ensure the tenant knows how to use equipment and appliances safely; providing manuals/instructions for equipment and appliances; and demonstrate use of these where necessary
  • Ensure that the tenant is maintaining a safe and secure home environment and is reporting repairs when necessary, advising accordingly;
  • Where required support the setting up of utilities to ensure these are available to the tenant
  • Support the Housing Manager with enforcement of tenancy conditions and ensure the tenant fulfils their contractual responsibility to maintain the property to a reasonable standard.
  • Encourage tenants to adhere to rules relating to visitors and guests, cleaning of common areas (shared housing only), noise nuisance etc.
  • Assist with low-level anti-social behaviour issues or any other concerns our tenant may have with their home or environment
  • Deal with initial enquiries and complaints from tenants and members of the community; administering complaints and liaising with the complainant and involved parties
  • Assist in the resolution of incidents and tenancy breaches to minimise the risk of eviction.
  • Work with the Housing Manager to develop and implement tenancy sustainment action plans
  • Complete incident reports following the Client’s internal reporting procedures and ensure records are kept up to date at all times
  • Ensure that safeguarding concerns are appropriately reported, recorded, and followed up to conclusion; escalating concerns where necessary both within, and external to the organisation
  • Monitor CCTV to maintain security at a property
  • Help tenants with internal transfers or with moving on to alternative accommodation as part of the enhanced lettings process on cessation of tenancy
  • Provide tenants with opportunities to provide feedback on their services. Promoting Tenant participation and assisting tenants to participate in decisions affecting them and assist to provide feedback
  • Facilitate regular resident meetings (shared housing only)
  • Provide support to the tenant to help them maintain their tenancy, referring to NELC Housing Related Support Service for assessment where needs are identified that are outside of the scope of the Client’s Housing Management Service
  • Work alongside the Housing Related Support provider (internal or external) where one is in place to ensure open communication and complimentary working where appropriate and within the boundaries of GDPR.

General Duties & Administration

  • Provide administration and practical support to the housing team
  • Prepare documentation relating to the property as required
  • Prepare and send general tenancy-related letters and arrange tenant appointments as required
  • Contribute to the move-on by providing information for Home Choice Lincs move-on / banding letters; and providing tenant references
  • Deal with in-person enquiries and telephone calls to the housing service
  • Minute housing-related meetings when required
  • Provide general housing reception duties if/as required
  • Ensure all relevant forms, databases are regularly kept up to date
  • Undertake continuous professional development, regularly update knowledge and skills, attend internal and external training as required and participate fully in the organisation’s performance management processes
  • Take steps to ensure your own health and safety and the health and safety of others
  • Report any incidents following the Client’s internal reporting procedures and ensure records are kept up to date at all times
  • Ensure that safeguarding concerns are appropriately reported, recorded, and followed up to conclusion; escalating concerns where necessary both within, and external to, the organisation
  • Undertake other duties commensurate with the post as instructed by managers and within the post holder’s capability, or as temporary cover for staff absence
  • Commit to and work in line with corporate values, ethos, policies procedures

Organisation Expectations

Continuous Professional Development and Team Presence

Members of the Client’s Property Management Service are required and expected to:

  • Have an understanding of, and engage with, the legal, policy, and theoretical frameworks that underpin their practice and the philosophies that underpin the organisation
  • Undertake training and engage in practice development activities as required and in addition are expected to further their personal and professional development on their initiative and in their own time
  • Work in support of one another and contribute readily to the success of the team, the service, and the wider organisation
  • Demonstrate good, open and timely communication with staff members across the organisation
  • Take a lead role in specialist areas of work that impact young people for example, homelessness prevention; anti-social behaviour; tenancy law; immigration & asylum; domestic abuse; etc.

Policies, Procedures, Ethos and Values

Members of the Client’s Property Management Service are required and expected to:

  • Carry out all duties in a manner that reflects the Client’s values and adheres to the Client’s policies and procedures.
  • Promote wellbeing by encouraging connection with people, places, communities, nature, supportive organisations, and the wider world. Encourage connection by being authentic, open, honest and fair.
  • Treat people with kindness, compassion and empathy. Value individual differences, and give lived experience the respect it deserves. Do not judge, or suggest we know how people feel.
  • Be brave and bold; do not be afraid to appropriately challenge external organisational culture in public, private, and voluntary sector services that you come into contact with. Expect and accept resistance, but be determined to secure change for young people and the greater good.
  • Be curious and keenly interested in people’s ideas and experiences; see our work as a continuous learning curve. Ask questions – and question the answers – as part of a wider social movement exploring new approaches to sustainable tenancy management and wellbeing.
Essential Desirable Assessed through
It is not essential to have prior experience in a property or tenancy-related role. We are more interested in looking for someone keen and able to learn in the role P Application/Interview
Experience in tenancy management, property management or lettings Housing; Homelessness; Property Lettings; Estate Agency; Youth work; P Application/Interview
Experience in trauma-informed, asset-based, working practice P Application/Interview
Experience of regular reporting of results P Application/Interview
Qualifications, skills, behaviours and attitude
Qualification relevant to the work P Application
Ability to travel throughout North East Lincolnshire, and use of own vehicle P Application
Excellent verbal, written and IT skills, including basic word processing, and inputting information into a database P Application/ Skills Assessment
Strong communication, listening and interpersonal skills P Application/ Skills Assessment / Interview
Skills in negotiating and working in solution-focused ways. P Application/ Skills Assessment / Interview
Ability to self-motivate, and to work effectively alone and as part of a team P Application/ Interview
Ability to manage conflict and diffuse emotive situations P Application/ Interview
Ability to facilitate person-led outcomes P Application/ Skills Assessment
Ability to self-reflect and manage own emotions P Skills Assessment / Interview
Demonstrate kindness, compassion, empathy and valuing individual differences P Skills Assessment / Interview
Knowledge and Understanding
Understanding of the rights and responsibilities of tenants and landlords P Application/ Interview
Basic understanding of health & safety regulations and procedures  P Application/ Interview
Understanding of housing benefit rules and application processes  P Application/ Interview
Understanding of and commitment to professional boundaries P Application/ Interview
Knowledge of basic safeguarding issues and how to be responsive to the needs of vulnerable adults  P Application/ Skills Assessment / Interview
Understanding of diversity and equality issues and a proven ability to apply this when working with individuals and communities P Application/ Skills Assessment / Interview

To apply for the position of Tenancy Sustainment Worker, simply click the apply button below and complete the resulting form. For more information on the role, call the Humber Recruitment team on 01472 729768 and we will be happy to assist. You can see our full list of current vacancies by clicking here.

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